10 Ideas to Surprise Your Customers and Win Their Loyalty
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| 10 Ideas To Surprise Your Customers And Put Them In Your Pocket |
A few days ago, I reminisced with some friends about my first encounter with the Internet.
They are the kind of things that amaze children.
"You mean there was no internet when you were a kid? How did you send WhatsApp messages to your friends?" They ask with wide eyes.
In my case, I remember it clearly. I was in the 3rd or 4th year of college, around the age of 21.
I needed to create a PowerPoint presentation and required images and graphics.
A friend suggested we could find them online.
My initial impression was super disappointing!
At least, it was nothing like what I had imagined.
And that's precisely what you should avoid with your customers.
If you want to win them over and ensure their first purchase isn't their last, make an effort to exceed their expectations.
I'm sure you've had both positive and negative experiences as a customer.
Big letdowns and unexpected surprises.
If you're just starting and don't have significant financial resources, don't worry; you don't need a large budget to provide excellent customer service and exceed expectations.
"Unfortunately, we aren't often treated exceptionally well, so what you should strive for is excellence in service.
Let's start with some ideas for online stores and then move on to local businesses.
How to Surprise Your Customers in Your Online Store (and Keep Them Coming Back)
Online shopping is on the rise, and we are gradually overcoming the initial fears like:
- Will I receive the item I ordered?
- Can I return or exchange it if I'm not satisfied?
- Is it safe to make online payments?
However, once a customer clicks the "buy" button, what should ideally happen?
Here are some examples:
1. Provide Super Detailed Information
Send a confirmation email summarizing the purchase. This gives your customer peace of mind, knowing they've successfully completed the process.
2. Make Tracking Easy
Inform customers about the shipping process, including when the item was dispatched, the estimated delivery date, and the option to track their shipment. Provide the tracking code so the customer can keep an eye on their package.
3. Anticipate and Communicate
Notify the customer immediately if there are any issues with the item or delivery. Effective communication is essential. Address potential concerns before they become problems.
4. Encourage Loyalty
Offer a discount for a future purchase. Consider including a promotional voucher in the package to incentivize a repeat order.
5. Add a Personal Touch
Include a personalized detail in the shipment: a product sample, a handwritten thank-you note, business cards, and pay special attention to the packaging and presentation. A well-designed package enhances the overall experience and reflects positively on your business.
You already know that convincing a customer to choose your store isn't easy. Many factors influence their decision, such as the quality of service, product quality, price, recommendations, payment options, and more. In online stores, factors like website loading speed, shipping costs, or complex registration forms can affect the sale. So, make the process easy and put yourself in your customer's shoes when reviewing your online store's purchasing procedures. If it feels slow, inconvenient, or complicated to you, it's likely to be the same for your customers, who may not be as patient as you.
5 Ways to Delight Customers in Your Local Business
If you have a physical store, your personal charm and warm customer service can work in your favor, qualities online stores often lack. In the case of local businesses, factors like location, accessibility, and parking can also influence customers.
Here are some additional tips:
1. Offer Delivery
If customers can't visit your store to pick up their purchases, consider offering a delivery service. Some customers are willing to pay for the convenience.
2. Encourage "See, Smell, Touch"
Take advantage of the sensory appeal of a physical store by inviting customers to see, touch, and experience the products. This can counteract showrooming, where customers visit stores to evaluate products before making an online purchase. You must provide a compelling reason for customers to buy from you instead of finding a nearby Wi-Fi connection to shop online.
3. Deliver Exceptional Customer Service
Smile, be friendly, helpful, and attentive. Listen to your customers, offer solutions, and use polite language. It may sound simple, but think about your recent purchases and whether these basic aspects were fulfilled. Often, they aren't.
4. Simplify Returns
Many online businesses struggle with returns due to shipping costs, short return windows, or restrictive conditions. In your local business, make returns easy. Nobody likes returns, but it can make the difference between getting a sale or not.
5. Offer That "Something Extra"
Don't be just another store. Customers seek that "something extra." Think about the times a local business surprised you. Gourmet shops offer tastings or cooking classes, organic food stores host talks on healthy habits, craft shops hold workshops to teach creative techniques, and photography stores organize city tours to help customers use their new cameras. What memorable experiences have you had with local businesses that kept you coming back?